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Health Bot Overview

12/12/2017

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What is the Microsoft Health Bot Service?

The Health Bot Service is a SaaS solution that empowers Microsoft
partners to build and deploy compliant, AI-powered health agents,
allowing them to offer their users intelligent, personalized access to
health-related information and interactions through a natural
conversation experience. The Health Bot Service is ideal for partners
such as healthcare providers, pharmaceutical companies, telemedicine
providers, and health insurers. Using the service, these partners can
embed a "health bot instance" in their systems to empower their
patients, nurses, doctors, and other representatives to interact with
medical information systems, allowing the partner to improve processes,
services, and outcomes, and reduce costs. Users interact with the chat
bot via text or voice in a self-service manner. The Health Bot Service
implements natural language understanding (NLP) and artificial
intelligence (AI) technologies to understand the users' intent and
provide accurate information. For example, the Health Bot Service can
help users with symptom checking. The service contains a built-in
comprehensive medical database, including triage protocols. The
partner's health bot instance can also be easily extended to include the
partner's own scenarios and integrate with many other IT systems and
data sources

Why use the Microsoft Health Bot Service?

There's an enormous opportunity to use intelligent health bot instances
to make healthcare more efficient. Microsoft is on a mission to
democratize AI, and doing this well means tailoring to the needs of
specific industries. Today, for example, it's particularly difficult for
our healthcare partners to build health bot instances that address the
stringent compliance and regulatory requirements of their industry, and
to integrate complex medical terms with natural language processing
tools. The Microsoft Health Bot Service makes this simple by providing
an extensible and easy to use management portal that partners can use to
build health bot instances with an array of healthcare-specific
configuration options, out-of-the-box triage and symptom checker
content, as well as easy integration with our Language Understanding
Intelligent Service (LUIS) and other
cognitive services.

Our partners are using the Microsoft Health Bot Service to build health
bot instances that address a wide range of healthcare-specific use
cases. For example, insurers are using our service to build health bot
instances that give their customers an easy way to look up the status of
a claim and ask questions about benefits and services. Meanwhile,
providers have built health bot instances that triage patient issues
with a symptom checker, help patients find appropriate care, and look up
nearby doctors.

Out-of-the-box AI and world knowledge capabilities

While each health bot instance is highly customizable and extensible,
the Health Bot Service is built with a wide range of out-of-the-box
features. The Health Bot Service leverages information from respected
healthcare industry data sources to generate accurate and relevant
responses. The Health Bot Service enables meaningful conversations for
patients with an interactive symptom checker and uses medical content
databases to answer health questions. Conversational intelligence
supports layperson natural language conversations to flow and adapt
dynamically as each health bot instance learns from previous
interactions. The service intelligence is powered by Microsoft Cognitive
Services and credible world knowledge.

Configurable and extensible

The Health Bot Service provides endless flexibility of use to Microsoft
partners:

Unique scenarios can be authored by partners for their health bot
instances to extend the baseline scenarios and support their own
flows.

The health bot instance's behavior can be configured to match the
partner's use cases, processes, and scenarios.

The health bot instance can be easily integrated into other systems
such as web sites, chat channels, and digital personal assistants.

Security and privacy

The information handled by each instance of the Health Bot Service is
privacy protected to
HIPAA
standards and secured to the highest standards for privacy and security
by Microsoft. Built on top of the industry-leading Microsoft
Azure technology, the Azure
architecture powers the Health Bot Service's ability to scale with
resilience, while maintaining the highest standards of privacy and
security.

Easy to manage

Each health bot instance is easily managed and monitored by Microsoft
partners via the Health Bot Service's management portal and management
API. The management portal provides the ability to define the health bot
instance's behavior in fine detail and to monitor usage with built-in
reports. Management API allows the partner to embed the health bot
instance and to securely exchange data and information.

Common scenarios

The Health Bot Service contains built-in scenarios. Additional scenarios
may be authored through the Scenario Editor.

The built-in scenarios include the following:

Triage/symptom checker, powered by built-in medical protocols: The
end user describes a symptom to the health bot instance and the bot
helps the user to understand it and suggests how to react; for
example, "I have a headache."

General information about conditions, symptoms, causes,
complications, and more: Loaded with medical content, the health bot
instance can provide information about medical conditions, symptoms,
causes, and complications; for example, "information about
diabetes," "what are the causes of malaria," "tell me about the
complications of arthritis."

Find doctor type: The health bot instance can recommend the
appropriate type of doctor to treat an illness; for example, "What
type of doctor treats diabetes?"

Examples of scenarios that are typically built by our customers as extensions using the scenario authoring elements include the following:

Health plan inquiries: Your health bot instance can be customized to
access information about health plan details, such as pricing and
benefits.

Finding providers: Your health bot instance can allow customers to
search for doctors by specialty, in-network status, and other
specifications.

Scheduling appointments: Your health bot instance can be designed to
allow your customers to schedule appointments easily and securely.

Architecture

The Health Bot Service is a SaaS service built on top of Microsoft
Azure. This multi-tenant service
provides unique health bot instances for Microsoft partners. The
management portal gives each partner detailed control over configuration
and extensibility. Authored scenarios are unique to the partner's health
bot instance. The health bot instance can be embedded within the
partner's digital experience.

Health Bot uses Bot Framework under the hood as a messaging and routing platform to deliver messages to and from the end user. The conversational intelligence and medical knowledge is provided by the Health Bot service in two ways:

Custom conversational scenarios developed with our visual designer tool to accommodate his most complex and intricate needs. The author can call backend resources using secure and standard authorization and authentication methods. For example he can invoke the HL7 protocol to access patient records.

Partners can integrate the open source Web-Chat client into their native or web applications.

Trust and compliance

The Health Bot service is fully HIPAA
compliant
and will soon be ISO 27001 and ISO 27018 compliant.